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Salary: USD 130,000 - 150,000 / annual
Human Interest is a high-growth fintech company on a mission to ensure that people in all lines of work have access to retirement benefits. The company has secured approximately $500 million in funding from top-tier investors including BlackRock, TPG (The Rise Fund), SoftBank, and others. More than half of all working Americans are not saving enough for retirement, often because their employers don't offer retirement plans. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.
The Director of Customer Success role is strategic in nature, focusing on operational excellence and exceptional customer experience delivery. This position will lead a high-performing customer support organization, directing senior customer support managers who collectively oversee their teams and overall call center operations. Key responsibilities include developing and implementing strategic support frameworks with clear KPIs and playbooks for different customer segments and issue types; creating scalable processes to improve first-call resolution rates while maintaining exceptional customer experiences; and implementing data-driven approaches to track support metrics, identify trends, and develop proactive improvement strategies.
You will partner cross-functionally with Product, Onboarding, Operations, and Sales to ensure seamless customer journeys. Additional responsibilities include overseeing technology selection and implementation to optimize call center operations; driving continuous improvement initiatives to reduce average handle time and increase CSAT scores; strategically planning and managing staffing levels and schedules to maximize resource utilization and achieve KPIs; collaborating with Enablement to provide resources and training to new hires and continuing education; and serving as an escalation point for complex customer issues requiring executive attention.
The Customer Support team serves as the primary touchpoint between the company and its valued customers. This dedicated team of problem solvers ensures that every customer interaction is handled with care, empathy, and expertise, operating across multiple channels to provide timely and effective solutions. The team plays a critical role in maintaining the company's reputation for exceptional service while gathering valuable insights that help improve products and services.
Human Interest values customer obsession, long-term orientation, autonomous and accountable teams, an escalating bar for talent and performance, and fundamental optimism. The company has been certified as a Great Place To Work (2023-2025), named a Fortune Best Place to Work in the Bay Area (2024), and recognized by Built In, Forbes, Y Combinator, and Inc.
Work arrangement: In-office in Lindon, Utah, 4 days per week (Monday-Thursday), with flexibility to work remotely on Friday. Standard business hours; regular and reliable attendance required.
REQUIREMENTS:
- 7+ years of experience leading customer-facing teams, with at least 5 years in call center or customer support leadership
- Proven track record of driving operational efficiency and customer satisfaction in a high-volume support environment
- Experience building and scaling high-performing teams through periods of rapid growth
- Strong ability to develop strategic support plans and processes that drive measurable results
- Experience implementing systems and tools to track customer satisfaction, support metrics, and team performance
- Exceptional communication and leadership skills with both customers and internal stakeholders
- Data-driven approach to decision-making and performance management
- Experience managing budgets and resource planning for support operations
- Experience with omnichannel support environments (phone, email, chat, social)
NICE TO HAVE:
- Familiarity with workforce management principles and contact center scheduling
- Track record of implementing effective quality assurance programs
- Experience scaling a support function from startup to growth stage
- Background in implementing or optimizing contact center technologies
- Proficiency with customer support platforms (Zendesk, Salesforce Service Cloud, etc.)
- Proven ability to influence product roadmap based on customer feedback
- Experience managing both hybrid and in-office support teams
- Knowledge of support automation, including chatbots and AI-assisted technologies
